[Asterisk-Users] ACD Issues

[Steve Hanselman]

Your priority assignment will probably cause that, if you have 2 people at
different priorities asterisk will only send to the other priority if the
best 1 is busy.

I'm guessing you really want a %age split?  Whereby a is guaranteed 70% of
the calls and b 30%?

We used to achieve this on our old system by putting people into the queues
multiple times and then having it round robin.

We use the priorities to allow other agents to service calls rather than
just leaving people hanging.  For instance our network sales team can also
service the server sales queue but at a lower priority, they only get the
calls if all the agents in the server sales queue are busy.

Steve


-----Original Message-----
From: Robert Jackson [mailto:RobertJ at promedicalinc.com] 
Sent: 14 July 2004 23:08
To: asterisk-users at lists.digium.com
Subject: RE: [Asterisk-Users] ACD Issues

That worked great!  Thanks for the help.  Any ideas on the uneven
distribution problems?  Right now the agent with the lowest agent number
is getting 45% of the calls.  She is going crazy!  

Just trying to figure out what I screwed up.

Thanks,

Robert Jackson
Pro-Medical, Inc.

> -----Original Message-----
> From: Chris A. Icide [mailto:chris at netgeeks.net] 
> Sent: Wednesday, July 14, 2004 12:56 PM
> To: Robert Jackson
> Subject: Re: [Asterisk-Users] ACD Issues
> 
> 
> On 05:01 AM 7/14/2004, Robert Jackson wrote:
>  >1) Our agents for the main call center are responsible to 
> make calls  >when they have not already received an ACD call. 
>  However it seems that  >if they make an outbound call 
> asterisk is still routing inbound calls to  >them.  The ACD 
> call beeps at them via the call waiting features then if  
> >the agent does not answer the ACD call it logs the agent 
> out.  I am just  >trying to figure out how I can tell the 
> system that the extension is  >busy.  Should I be using the 
> new replacements to incominglimit?
> 
> In your cisco phones, set call waiting to off.  This way when 
> you have a 
> phone call in progress, asterisk will be aware your phone is 
> busy and won't 
> send the call, versus, sending a call, and not having the 
> agent answer it.
> 
> Otherwise, you have to use incoming limit because there is no 
> way to use 
> set/checkgroup with agents as they aren't handled as devices 
> you can attach 
> a setgroup/checkgroup to.
> 
> 
> Chris A. Icide
> 332 Valdez Ave.
> Half Moon Bay, CA 94019
> 650-712-8223 voice
> 212-400-1698 IP voice
> 650-712-8995 fax 
> 
> 
_______________________________________________
Asterisk-Users mailing list
Asterisk-Users at lists.digium.com
http://lists.digium.com/mailman/listinfo/asterisk-users
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

The information contained in this email is intended for the personal and confidential use
of the addressee only. It may also be privileged information. If you are not the intended
recipient then you are hereby notified that you have received this document in error and
that any review, distribution or copying of this document is strictly prohibited. If you have 
received  this communication in error, please notify Brendata immediately on: 

+44 (0)1268 466100, or email 'technical at brendata.co.uk' 

Brendata (UK) Ltd
Nevendon Hall, Nevendon Road, Basildon, Essex. SS13 1BX  UK
Registered Office as above. Registered in England No. 2764339

See our current vacancies at www.brendata.co.uk